Cisco Contact Center Enterprise Fundamentals (CCCEF)

Course Content

Through targeted instruction and a series of hands on labs, this course will provide students with a fundamental understanding of Cisco Unified Communications and Unified Contact Center Enterprise environment. It introduces students to the basic role and operation of Unified Communications Manager, ICM, CVP and Unity Connection (UC).

Explain the additional configuration and scripting considerations to support complex business requirements. For example, distinguish Auto-Attendant (Unity) from Agent/Skills/PQ (UCCE) functionality, given the requirements of a particular line of business.

This course was developed for anyone in the contact center team who would like a better understanding of the intricacies of their Cisco contact center enterprise environment This might include Business Analysts, Operations Specialists, Engineers, Technicians or Managers.

This course is for you if:

Your job requires an understanding of activities, decisions, and day to day tasks of the contact center team.

You need to better understand the underlying technologies of your contact center platform

You would like to get a flying start as a prelude before diving into more specialized areas of training

You need to be better able to communicate and make/recommend decisions at a technical level

Prerequisites

Basic understanding of contact center KPIs

Basic knowledge of networking and components is helpful but not required